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“All About” Handling Difficult Customers

Half Day


Aim

To assist participants to become more assertive when dealing with difficult customers and also provide them with the tools to ensure positive customer handling in difficult situations.


Content

• Why can some customers be difficult to deal with?

• Different types of difficult customers

• The roles people play

• The importance of assertive behaviour

• What really is listening

• Dealing professionally with complaints

• The importance of closure and resolution

• How to say “no”

• Remaining calm

• Maintaining your professional image